The player from the United Kingdom had stated that his son, who suffered from mental health conditions, used his own bank card but registered the account under the player's name, resulting in a loss of £9700. The player believed Freshbet Casino failed to identify this irregular spending pattern and sought a refund based on the casino's terms and conditions concerning third-party payments. However, we had concluded that the casino's terms explicitly prohibited third-party payments and that the player was responsible for providing accurate personal information when creating an account. Therefore, the complaint had been rejected as the casino was not liable for funds lost from third-party accounts.
Freshbet Casino - Player’s account has been misused.
Amount: £9,700
Freshbet Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Freshbet Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Son created an account in my name, he suffers from serious mental health conditions and Freshbet Casino did not recognise excessive spending pattern, which should have alerted them to his problem gambling. Despite losing nearly £9700, my son received no assistance and I am requesting a refund on my son’s behalf. There terms and conditions clearly state no payments should be taken from 3rd party accounts and if they are then they will be refunded to the owner of the bank account
Public
Public
10 months ago
Dear Crellin45,
Thank you very much for submitting your complaint. I am sorry to hear about the problem you have encountered. To ensure that I fully understand your situation, may I ask you a few questions?
Did your son use your payment card to make deposits into his casino account? Were the name in the casino profile and the name on the payment card the same? Has the casino account been verified?
We are here to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Veronika
Public
Public
10 months ago
Hello,
My son used his bank card to make the payments but registered the account in my name using my details. I can’t remember if the account is verified as when I informed them about the situation they blocked the account.
thanks
john
Public
Public
10 months ago
I'm sorry but each player is obligated to provide true and correct personal information when opening an account in the casino.
Regarding the deposit made from your son's card, if he gambled away the money, I am afraid he will not get it back. As stated in the Terms and Conditions:
The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.
I am afraid there is nothing we can do to assist you. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
